topic Re: VMB4000 No power in Arlo Pro

VMB4000 No power

Hoopsrm125 — Wed, 27 Oct 2021 10:34:40 GMT

I have owned the base station and 2 cameras for 13 months. Last week the base station died, no LEDs lit, no power at all. Switched outlets, purchased a new power adapter and no luck. If I turn the lights off in the room I can ever so faintly see the LEDs light up, but obviously not enough power to boot the system. Since I am one MONTH out of warranty, and have not paid an additional monthly fee beyond the $350 for the system "I am not entitled to live support". Would like to check the forums first before I post my true feelings on this type of disgusting and pathetic type of customer service.

Re: VMB4000 No power

StephenB — Wed, 27 Oct 2021 10:39:25 GMT

@Hoopsrm125 wrote:
...purchased a new power adapter and no luck. If I turn the lights off in the room I can ever so faintly see the LEDs light up, but obviously not enough power to boot the system. ...

Are you certain the new adapter has the same specs (including polarity) as the original?

Was there any sign of a utility power issue when it failed (brown out, etc)?

Re: VMB4000 No power

Hoopsrm125 — Wed, 27 Oct 2021 12:03:52 GMT

Thank you for the reply. I purchased the new adapter from Amazon, it has the same specs and is specifically listed as being compatible. Has over 1k 5 star reviews. I was unable to find a direct replacement from Arlo, so this was as sure as I could be. There were no signs of power issues. I have other devices connected to that outlet and power strip and none showed complications. I also connected it to a different slot in the power strip itself. The new adapter is exhibiting the same behavior as the original Arlo adapter.

Re: VMB4000 No power

StephenB — Wed, 27 Oct 2021 12:55:22 GMT

@Hoopsrm125 wrote:
Thank you for the reply. I purchased the new adapter from Amazon, it has the same specs and is specifically listed as being compatible. Has over 1k 5 star reviews. I was unable to find a direct replacement from Arlo, so this was as sure as I could be. There were no signs of power issues. I have other devices connected to that outlet and power strip and none showed complications. I also connected it to a different slot in the power strip itself. The new adapter is exhibiting the same behavior as the original Arlo adapter.

Have you tried a factory reset of the base? https://www.arlo.com/en_eu/support/faq/1057976/How-can-I-reset-my-Arlo-SmartHub-or-base-station-to-the-default-values

Re: VMB4000 No power

Hoopsrm125 — Wed, 27 Oct 2021 13:11:56 GMT

Yes, but since the base station is not powering on it has no effect.

Re: VMB4000 No power

StephenB — Wed, 27 Oct 2021 13:14:20 GMT

@Hoopsrm125 wrote:
Yes, but since the base station is not powering on it has no effect.

Well, we know it isn't booting up. But that doesn't mean there is no power.

In any event, if the factory reset doesn't work, then something must have failed in the base hardware. The next step would be to find another base (which is definitely annoying, especially given the timing).

Re: VMB4000 No power

Hoopsrm125 — Wed, 27 Oct 2021 13:25:21 GMT

That is what I was afraid would be the resolution. There are forum posts for years with tens of thousands of views about this issue. There is no way I'll be spending another penny on anything from Arlo, especially given the fact that I am not even "entitled" to contact them about the issue with out additional cost to me. Their devices come at a premium, and I expect at least the minimum amount of tech support. Simply Safe has continued to impress me with their support and loyalty. I'll be spreading the word and buying Wyze cams. Pathetic waste of a company.

Re: VMB4000 No power

ShayneS — Thu, 28 Oct 2021 19:04:36 GMT

Hey @Hoopsrm125

Let me look in to this for you and I'll see what I can do. I see the base seemed to fail a few days after your hardware warrant expired. I'll get back to you soon.

Thanks!

Re: VMB4000 No power

ShayneS — Thu, 28 Oct 2021 19:49:40 GMT

I have contacted the Arlo Team and was able to approve a replacement VMB4000 for you as an RMA. I will provide another update as soon as possible.

Re: VMB4000 No power

Hoopsrm125 — Thu, 28 Oct 2021 20:47:09 GMT

That's wonderful news Shayne !

Re: VMB4000 No power

ShayneS — Fri, 29 Oct 2021 16:23:02 GMT

It looks like you were contacted by the support team & provided RMA information, I hope all went well.